Data model for real-time contact analysis segment streams for voice contacts
Real-time contact analysis segment streams are generated in JSON. Event JSON blobs are published to the associated stream for every contact that has real-time contact analysis enabled. The following types of events can be published for a real-time contact analysis session for a voice contact:
-
STARTED events—Each real-time contact analysis session publishes one STARTED event at the beginning of the session.
-
SEGMENTS events—Each real-time contact analysis session may publish zero or more SEGMENTS events during the session. These events contain a list of segments with analyzed information. For voice contacts, the list of segments may include "
Utterance
", "Transcript
", or "Categories
" segments. -
COMPLETED or FAILED events—Each real-time contact analysis session publishes one COMPLETED or FAILED event at the end of the session.
Common properties included in all events for voice contacts
Every event includes the following properties:
- Version
-
The version of the event schema.
Type: String
- Channel
-
The type of channel for this contact.
Type: String
Valid values:
VOICE
,CHAT
,TASK
For more information about channels, see Concepts: Channels and concurrency.
- AccountId
-
The identifier of the account where this contact takes place.
Type: String
- ContactId
-
The identifier of the contact being analyzed.
Type: String
- InstanceId
-
The identifier of the instance where this contact takes place.
Type: String
- LanguageCode
-
The language code associated to this contact.
Type: String
Valid values: the language code for one of the supported languages for Contact Lens real-time call analytics.
- EventType
-
The type of event published.
Type: String
Valid values:
STARTED
,SEGMENTS
,COMPLETED
,FAILED
STARTED event
STARTED
events include only the common properties:
-
Version
-
Channel
-
AccountId
-
ContactId
-
LanguageCode
-
EventType: STARTED
SEGMENTS event
SEGMENTS
events include the following properties:
-
Version
-
Channel
-
AccountId
-
ContactId
-
LanguageCode
-
EventType: SEGMENTS
-
Segments: In addition to the common properties,
SEGMENTS
events include a list of segments with analyzed information.Type: Array of Segment objects
- Segment
-
An analyzed segment for a real-time analysis session.
Each segment is an object with the following optional properties. Only one of these properties is present, depending on the segment type:
-
Utterance
-
Transcript
-
Categories
-
- Utterance
-
The analyzed utterance.
Required: No
-
Id
The identifier of the utterance.
Type: String
-
TranscriptId
The identifier of the transcript associated to this utterance.
Type: String
-
ParticipantId
The identifier of the participant.
Type: String
-
ParticipantRole
The role of participant. For example, is it a customer, agent, or system.
Type: String
-
PartialContent
The content of the utterance.
Type: String
-
BeginOffsetMillis
The beginning offset in the contact for this transcript.
Type: Integer
-
EndOffsetMillis
The end offset in the contact for this transcript.
Type: Integer
-
- Transcript
-
The analyzed transcript.
Type: Transcript object
Required: No
- Categories
-
The matched category rules.
Type: Categories object
Required: No
COMPLETED event
COMPLETED
events include only the following common
properties:
-
Version
-
Channel
-
AccountId
-
ContactId
-
LanguageCode
-
EventType: STARTED
FAILED event
FAILED
events include only the following common
properties:
-
Version
-
Channel
-
AccountId
-
ContactId
-
LanguageCode
-
EventType: FAILED